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Explore service delivery in higher education with a focus on student disability services. This presentation highlights the service delivery process, key alliances, self-care strategies, and more to provide valuable insights for professionals in the field. Discover practical tips for rapport building, accommodation determination, and collaboration with faculty and staff. Learn about documentation guidelines, building alliances, and promoting inclusion for student success.
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Just Give Them What They Want? • Service Delivery in the New Millennium • Tom Merrell-Director, Student Disability Services (SDS) • Barbara Zunder- Associate Director, SDS • Charlene Lobo Soriano- Part-time Faculty • Shona Doyle- University Advisor, Dean’s Office • Brooke Bassett- Alumna, School of Nursing
Overview • Service delivery process • Identifying and building key alliances • Self-care strategies • Q & A
Intake Procedures • Building rapport • Everyone has a story • No Assumptions • Meet students where they are • Maintaining rapport • No one approach Take away: rapport building, trust, buy in
Eligibility • New documentation guidelines • Identify needs
Documentation: The “USF Approach” • Gather what you can – but don’t over-rely on it • We discriminate – in a good way • Consider history of accommodations • Consider giving provisional accommodations when necessary/appropriate • Follow through/follow up • Take Away: Documentation is one piece of a larger puzzle, Don’t under-rely on clinical judgment
Determining Accommodations • Gathering & sharing information as needed • Barriers? • Practical, common sense clinical judgment • Foster full inclusion/getting back “in the game” • Take away: trust yourself as an expert
Why Believe Us? • Good for the student • Mutual respect • Self-advocacy skills • Good for the school • Retention rates
Identifying and Building Key Alliances • “Intentional Informality” • Be consistently cheerful and “nice”i.e. the “Nordstrom Way” • Create an atmosphere of helpfulness and professionalism • FISH philosophy • Take Away: Begins with YOU. Attitude is everything.
Identifying and Building Key Alliances • Practical strategies for working with faculty and staff • Divide and conquer/relationship building • Respecting expertise, responsibilities and processes • Interact with them in other environments
Working with Faculty • Honesty and openness • Respect the process and build the relationship • Have those “difficult conversations”
Faculty Approaches to Student Disability Services • How I Roll • Teach • Program Director • University Advisor
Consultations with Student Disability Services • Improve the Classroom Experience • Cross Check Concerns • Refer Students
Ease of Services and Seamless Collaboration • Defines the experience • Provides Context • Models Relationship
Case Studies • As a teacher • As a Program Director
Key Collaborative Areas • Academic Departments • General Counsel • Counseling Center • Housing • Dean’s offices • Financial Aid • Judicial Affairs
Conflict Resolution • Gathering/sharing information • “Generous Transparency”
Self-care Strategies • Personal • Within the team (if applicable) • Within the greater community
Self-Care Strategies: Personal • Stay positive/cheerful (AGAIN??) • Take pride in YOUR successes • Take time for yourself • Leave your work at work • Take away: Be cheerful – or at least fake it until you make it. Get out of the office.
Self-care Strategies: Within the Team • Weekly check-ins • Group approach to difficult cases • Book club/research/journal articles/case law • Retreats • Happy Hour • Take away: Support each other. And get out of the office.
Self-care Strategies: Within the Greater Community • Finding “champions and allies” • Realize that we are all on the same team • Look outside the university • Take away: seek support wherever possible
In Conclusion… • Service delivery and building alliances is an on-going process • Consistency + Good Habits = successful DS office management
Thank you! • Questions? • Feel free to contact: • Tom Merrell: merrellt@usfca.edu • Barbara Zunder: bzunder@usfca.edu • Charlene Lobo Soriano: lobo@usfca.edu • Shona Doyle: doyles@usfca.edu • Brooke Bassett: